Job Description
What You'll Do:
The Technical Account Manager (TAM) is a critical member of Avalara’s customer support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise customers.
In this role, you will serve as the primary technical point of contact and escalation owner across multiple Avalara products, ensuring that support entitlement requirements are met and exceeded. You will be accountable for delivering an optimized, high-touch support experience by proactively addressing customer needs, coordinating cross-functional resolutions, and fostering trusted relationships.
What Your Responsibilities Will Be:
- Manage enterprise-level technical support requests through to resolution, ensuring a timely and effective response.
- Monitor and maintain ticket workload, tracking against KPIs, SLAs, CSAT, and TTR targets.
- Conduct in-depth ticket analysis, advanced troubleshooting, and issue replicatio...
The Technical Account Manager (TAM) is a critical member of Avalara’s customer support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise customers.
In this role, you will serve as the primary technical point of contact and escalation owner across multiple Avalara products, ensuring that support entitlement requirements are met and exceeded. You will be accountable for delivering an optimized, high-touch support experience by proactively addressing customer needs, coordinating cross-functional resolutions, and fostering trusted relationships.
What Your Responsibilities Will Be:
- Manage enterprise-level technical support requests through to resolution, ensuring a timely and effective response.
- Monitor and maintain ticket workload, tracking against KPIs, SLAs, CSAT, and TTR targets.
- Conduct in-depth ticket analysis, advanced troubleshooting, and issue replicatio...
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